Nobody`s Listening

PREVIEW GUIDE
Nobody’s Listening
Table of Contents
Sample Pages from Leader’s Guide and Worksheets……………pgs. 2-6
Program Information and Pricing…………………………………...pg. 7
NOBODY’S LISTENING
LEADER’S GUIDE
BACKGROUND
INTRODUCTION
Attention means a number of things: how we focus on our surroundings and the people in it; how
observant we are; how “present” we are as we engage in our personal interactions and the tasks we
are responsible for completing.
Because good listening depends on our receiving sometimes subtle verbal and non-verbal cues, it
requires our full attention. Further, if the people we are listening to receive cues from our body
language and eye contact that we are focused on what they are saying, it helps build the trust that’s
so critical to effective problem-solving and productivity.
Workshop Purpose
This brief workshop focuses on some of the most essential aspects of listening: paying attention to
our surroundings and to those we work with, and then taking an active and empathic role in every
conversation.
Most participants will recognize aspects of their own working personalities in the story’s main
characters. The workshop helps participants look at their own personal habits related to paying
attention (“being present”) and appreciate the role of attention and active listening in fostering
effective communication skills.
Training Design Overview
This workshop kit provides a structured training design to support a fast-paced 1-hour workshop
to improve your team’s listening skills.
• The Presentation Script outlines the learning points and activities.
• The video program presents a dramatic portrayal of the negative consequences of not
paying attention and ineffective listening.
Learning Points
This workshop addresses the following Learning Points.
Participants will:
• Appreciate the role of attention in listening and building effective communication.
• Better understand their personal communication habits related to attention, and recognize
that this crucial communication factor is largely under their own control.
• Understand that listening occurs at several different levels and that each level produces
different results.
• Recognize the skills of empathic listening.
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NOBODY’S LISTENING
LEADER’S GUIDE
WHO SHOULD ATTEND?
CRM Learning’s Nobody’s Listening workshop is designed for all levels of employees: leaders,
managers, and staff.
Note: The design of the workshop assumes that all participants are from the same organization.
Group Size
Workshop material should be presented in a group setting where the responses of others can be
shared.We recommend limiting the group to no more than 12-16 participants to promote active
discussion of the workshop topics.
Self-Study
The Nobody’s Listening material is not recommended for use as a self-study activity, although the
video will be of value to anyone who watches it.
TRAINING DESIGN
The workshop agenda runs about 60 minutes. Workshop leaders are encouraged to add or remove
activities from the overall plan to meet specific needs or time constraints.
Workshop Segment
Duration
Handout
Welcome
Purpose of Workshop and expected outcomes
3
Worksheet 1
Activity 1: Audio Demonstration and
Participant Introductions
Facilitator will use a scripted interaction to kick off the
participant introductions.
10
Worksheet 2
Debrief Activity 1
Group considers similarities between the performance
conditions in the interaction activity and their own
work environments.
3
Activity 2:Video Presentation
Introduce and play video: Nobody’s Listening
11
Video Debrief
Discussion questions on video
5
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NOBODY’S LISTENING
LEADER’S GUIDE
Workshop Segment
DUR
Handout
Activity 3: What Attention and
Good Listening Accomplish
Brainstorm and list on a flip chart the positive results of the
conversation Ray and Leo had towards the end of the video.
10
Activity 4: Position Yourself
Activity to examine one’s own level of attention and
listening effectiveness
6
Worksheet 3
Levels of Attention and Listening
Exploration of levels of attention and listening effectiveness
8
Worksheet 4
Activity 5: Empathic Listening Practice (Optional)
[10]
Workshop Summary
Review of key points.
3
Close the Session
Participants share what they will do to build their attention
and listening skills.
1
Total Time
60 + Optional
*Expanded discussions may take the session over 60 minutes.
SYNOPSIS OF THE VIDEO
Ray is working his phones late one afternoon, moving tasks and people “off his plate” as quickly as
possible. A call about low quarterly sales figures is but a passing concern. At the moment, Ray’s real
interest is getting out of the office in time to make it to tonight’s game. He has little time for the
urgent messages Leo has left on his email and voice mail about a problem he’s having.
Tickets and team jersey in hand, Ray dashes out of his office and heads for the office exit. But
before he can reach the door, Leo runs to catch him and anxiously blurts out his problem. Ray
hurriedly sizes up the situation and decides that Lorraine is the person Leo really needs to talk to.
Practically shoving Leo at Lorraine, Ray once again heads for the exit.
That’s when Ray’s world gets a bit strange. Instead of finding himself outside, he is right back in his
office. Has Ray wandered into the Twilight Zone?
Let’s try this again, he thinks, wondering what just happened.
He again walks out of his office and runs into Leo (and a few other people). Leo gets a few more
words in this time before Ray heads out the exit. But things are still not working quite as they
should. Ray again finds himself right back in his office. He picks up his shirt, heads out the door, and
goes through the same experience yet again. And again. And again. Ray can’t seem to break out of
the loop he’s in.
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NOBODY’S LISTENING
LEADER’S GUIDE
PRESENTATION SCRIPT
This workshop is designed to be presented in a 60-70 minute session. An optional activity near the
end of the workshop will add 10 minutes.
Note: Please hand out the Worksheets when they are needed, and not all at once at the beginning
of the workshop.
Before the workshop…
Prior to starting the workshop, identify two participants to help with the first activity.They will read
a short article out loud. If possible, invite one male and one female to participate so that you will
have two different voice types.
Welcome and Workshop Introduction
Time: 3 minutes
INTRODUCE yourself and make a brief comment about your own interest in the topics of
Attention and Listening.
WORKSHEET 1
Hand out Worksheet 1: Objectives.
Review the workshop’s objectives with the group.
SAY
After completing this workshop, you will:
• Better understand your personal communication habits and recognize that
attention is largely under your own personal control.
• Appreciate the role of attention in listening and building effective
communication.
• Understand that listening occurs at several different levels and that each
level produces different results.
• Describe and practice empathic listening.
Attention means a number of things: how we focus on our surroundings and the
people in it; how observant we are; how “present” we are as we engage in our
personal interactions and the tasks we are responsible for completing.
Effective listening requires and builds interpersonal, problem-solving, and
management skills. And understanding what helps us stay “present”, tuned in,
and observant enables us to be better, more engaged listeners.
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NOBODY’S LISTENING
LEADER’S GUIDE
WORKSHEET 3:WHO’S LISTENING?
1. Think about the worst listener you know (no real names please), and the best listener you
know. Write some hint as to who they are on the line below.
2. Think about your conversations with these individuals.What do each of them do that make
them the best or the worst at listening?
3. Below each “name”, list a few bullets or key words describing observable behaviors that
make each of these people the best and worst listeners you know.
4. In the Where are You? section, write Me somewhere between the two ends of the scale—at
the appropriate position for your own listening skills. List a few of your own listening habits
below Me.
Worst Listener You Know
1
2
3
Best Listener You Know
4
5
6
7
Behaviors
8
9
10
9
10
☺ Behaviors
Where are You?
1
2
3
4
5
6
7
Your Behaviors:
24
1
8
☺
Materials Included With Nobody’s Listening
The Nobody’s Listening program is designed as a fun, interactive experience that can be
conducted as a 1 hour workshop for employees and managers. This workshop on
communication covers essential listening skills when it comes to relating to co-workers
and learning to seek first to understand, and then to be understood.
♦ The DVD of Nobody’s Listening is a humorous video that shows the chaos that
erupts when a busy manager fails to listen to an employee. What ensues is that
the manager ends up repeating the situation until he gets it right, and stops to
listen with the intent to understand and address the employee’s needs. The
example is that effective listening is a key factor in building interpersonal skills.
The DVD is closed-captioned.
♦ The Leader’s Guide provides an introduction to the concepts of listening skills
and a Presentation Script to help facilitate the workshop. Covered are what
attention and good listening accomplish, levels of attention, positioning oneself,
and empathic listening. Reproducible Participant Worksheets are provided for
the activities that are part of the training.
Program Information and Pricing
Purchase Price: $495.00
Rental Price: $225.00
Preview Price: Free
Running Time: 11 minutes
Materials included: DVD, Leader’s Guide with reproducible Participant Worksheets.
Quantity Pricing Discounts
Nobody’s Listening Program
2 copies
10% off
3-5 copies
15% off
6-10 copies
20% off
11-15 copies
25% off
Industry discounts may apply; call your Sales Consultant for more information.
(Contents, pricing & discounts subject to change without notice)